The Field Service Technician plays a pivotal role in enabling a seamless user experience. Responsibilities
encompass a wide range of tasks, from meticulously tracking orders to efficiently managing hardware
and accessory deployment. Field Service Technicians are the backbone of front-line user support,
ensuring that conference rooms are well-maintained and behind-the-scenes user setups are flawlessly
executed. Beyond their technical duties, Field Service Technicians focus on fostering strong relationships
with users, understanding their needs, and ensuring their satisfaction. They will support Astreya's ever-
expanding customer base and ensure a consistently high-quality user support experience. The successful
candidate will be familiar with industry best practices and willing to go above and beyond for our clients.
Scope:
● Provide end-to-end onsite and remote user support, ensuring high-quality solutions and user
experiences.
● Oversee service delivery across a set of client sites, buildings, or specific customer areas (SCAs),
monitoring key performance indicators (KPIs) like Service Level Agreements (SLAs) and quality
metrics.
● Diagnose hardware issues, support AV equipment, and collaborate across teams to ensure
smooth operations and customer satisfaction.
● At single-person sites, where there is not a team of technicians and the Field Services Technician is
the sole resource, the technician is automatically designated as an L1 Field Services Technician- II.
Primary Responsibilities:
● User Support: Provide end-to-end onsite and remote user support for service requests. Utilize
logic and reasoning to identify alternative solutions, conclusions, or approaches to problems,
delivering the best possible solutions for a high-quality user experience. Act as a primary point of
contact for clients, ensuring timely and accurate resolution of their issues.
● Inventory: Deploy and recover assets and accessories. Assist in workstation dressing.
● Hardware Support & Management: Diagnose and resolve hardware issues. Support product
lifecycle management activities.
● Room & Audio Equipment Support: Support a complex and fast-paced environment focused on
video conference rooms, ensuring audio and visual quality and troubleshooting any issues or
requests. Participate in installing AV equipment and displays.
● Ticket Management: Ensure assigned support request tickets are prioritized and completed in a
timely manner. Handle tasks related to order tracking, hardware deployment, and user setup,
typically tracked through ticketing systems. Utilize the defined ITSM System to properly manage
work related to service activities.
● Issues Escalation: Effectively document and escalate issues that cannot be resolved within the
Service Level Agreements (SLAs). Proactively communicate with your supervisor when
encountering errors in documented support procedures. Adhere to incident management,
problem management, change management, and knowledge management best practices.
● Service Delivery Oversight & Performance Monitoring: Oversee service delivery across
designated client sites/buildings/SCAs. Monitor key performance indicators (KPIs) including
SLAs for services under local service management (LSM) and quality measurement metrics.
● Team Leadership & Development: Assign tasks and set goals for team members. Monitor
technician performance and provide constructive feedback. Provide technical expertise and
guidance to team members. Coach and mentor team members to improve their skills and overall
performance.
● Collaboration: Participate in cross-team/site collaboration to share service knowledge, isolate
potential problems, and ensure the consistent delivery of defined service activities. Collaborate
within the broader IT customer experience team and extended IT organization to ensure the
highest level of customer support.
● Customer Experience: Ensure a positive user experience and customer satisfaction through
smooth operations and effective work management. Enable the success of your peers and
teammates.
● Other duties as assigned.
Required Qualifications/Skills:
● High school diploma or general education degree (GED) and 1 to 2 years of related experience
and/or training in IT Services; or an equivalent combination of education and experience.
● Strong knowledge of policies and procedures related to requested support activities.
● Capable of understanding customer needs and providing a high level of interaction, ensuring
customer satisfaction.
● Proactive in mastering all aspects of service delivery processes, communication, and the quality
of your work.
● Facilitate and promote a team culture that encourages ownership of team goals, trust, respect,
and strong cross-collaboration throughout the service program.
● Provide general IT support within a high-volume and fast-paced technology environment.
● Possess the ability to assist with a variety of basic technical issues, including but not limited to
applications, hardware, and mobile technologies.
● Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware
Level troubleshooting, Hardware Installation, and Upgrades.
● Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.).
● Knowledge of hardware (desktop/laptop) deployment methods using image deployment tools.
● Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service
expectations with clients.
● Time Management: Must possess strong time management skills to prioritize tasks effectively,
meet deadlines, and deliver exceptional customer support.
● Ability to manage multiple priorities and meet deadlines.
Preferred Qualifications:
● Active listening and detail-oriented to perform and document your work effectively.
● Enjoy working with collaborative individuals and understand you are in a customer-facing support
role.
● Strive to deliver a high-quality user support experience.
● Excellent written and verbal communication skills are second to none.
● Self-motivated and the ability to execute tasks and handle time-sensitive situations.
● Commitment to excellence.
Other Requirements:
● This role requires weights of 50lbs/22kg to be regularly lifted.
● Strong communication skills, written and verbal English required.
● This is an office-based role; it requires the successful candidate to be on site during working
hours.
Health & Safety Requirements:
Must conduct work activities in accordance with all applicable Environmental, Health & Safety regulations
and rules. Additionally, will follow all Astreya's Health & Safety Program, Code of Conduct, and client
Health & Safety rules at all times.